Gartner Research

How to Select a Voice of the Customer Vendor

Published: 26 April 2013

ID: G00249095

Analyst(s): Jim Davies


Selecting a voice of the customer solution presents challenges based on the diversity and immaturity of this rapidly evolving market. An evaluation model creates a transparent, auditable process that will help CIOs and customer experience leaders select vendors and complementary software solutions.

Table Of Contents
  • Key Challenges



  • Develop a Hierarchy of Criteria and Subcriteria for VoC Vendor and Software Selection
    • Functionality
    • Technology
    • Cost
    • Services
    • Viability
    • Vision
    • Usability
  • Identify the Relative Importance of the Criteria and Subcriteria
  • Score the VoC Vendor's Ability to Comply With Each Criterion

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